Customer Support Expert at Ento

Operations, Full-time, Melbourne melbourne support full-time
Posted a month ago

We are looking for a dynamic people-person to join us as a Customer Support Expert working Monday-Friday!

As the first point of contact for our customers you will be responsible for making sure every interaction they have with us is a positive one! You’ll be friendly and welcome any and every question - big or small - as you help customers navigate our product, solve their problems and escalate technical issues. 

About us
Ento is a Series-B funded SaaS startup, with offices in Melbourne and Sydney, building end-to-end staff management software in what’s currently a highly fragmented HR landscape.

Our product is considered best-of-breed and we have an amazing reputation with our customers and partners. We’ve been able to prove product-market fit across a range of industries and an ability to push into Enterprise size deals.

About you
You’ll love variety and solving problems, tackling new queries and challenges raised by our customers every day! 

A natural people-person, you enjoy interacting with people from all walks of life and take satisfaction from providing great service. 

Software savvy, you’re excited about the possibilities for solving real world problems. You understand systems and have a knack for finding ways to explain them simply. 

If this sounds like you - we’d love to hear from you! 

If you'd been here last week you may have...

  • Answered calls, chats and emails with both current and potential clients on a real range of topics. 
  • Used your problem solving skills to help our clients navigate some of their most complex commercial issues
  • Run through some troubleshooting processes for technical and payroll queries, and built some great relationships in the process!
  • Collaborated with internal stakeholders for raising defects and forwarding emails/calls/chats
  • Updated our support documentation and other sprint based tasks
  • Offered suggestions and input to continually improve our customer support team as Ento grows!
  • What you’ll need

  • An affinity for software and experience explaining complexity to others
  • Super strong communication skills - both written and verbal
  • A friendly and approachable nature and a love for helping others - a sense of humour always helps too!
  • Great problem solving skills and the ability to troubleshoot and find workarounds on the fly
  • Experience dealing with a range of customers and clients 
  • Ideally you’ll have exposure to Intercom, Uservoice, Zendesk or a similar helpdesk ticket/conversation management system - but it’s okay if you don’t too! 
  • While not required, experience with payroll/awards and technical support documentation will be highly regarded
  • Our approach to flexible work

  • If you love your home setup, you can work from home at least 50% of the time. You’ll always have a desk in our office, but outside of two days each week, you’ll be free to work from home should you wish. 
  • Like flexibility to drop off kids? Or maybe early mornings just aren’t your thing! We’re all about that. We have core hours and coordinate as a team to make sure our customers are supported, but outside of that you can start and finish when you please. 
  • We also recognise that everyone is a little different and sometimes you’ll need flexible arrangements that suit your situation. We’ll happily discuss your needs and if we can make it work we will!